Avaya 1140E User Guide
Contents
1. Trans Conf Forward More Soft keys Copy key Services key Quit Stop key Message Inbox key Shift Outbox key Directory key DEF k Volume control Goodbye key Expand to PC key Headset key Hold key Mute key Handsfree keys Navigation keys Dialpad Note If supported by your server the Feature Status Lamp provides a user defined alert Contact your system administrator to find out if this feature is available for you About the Nortel IP Phone 1140E Telephone controls Note In some geographic regions the IP Phone 1140E is offered with key caps that have English text labels Text in parentheses indicates labels appearing on the key caps For example Services Fic b Fug Hore 293 Ge AutoAns dh Soft keys are located below the display area The LCD label above each key changes based on the active feature When a triangle appears before a soft key label the feature is active Press the More key to access the next layer of soft keys self labeled The keys on either side of the LCD display area are user defined feature keys with labels on the LCD These keys also function as line DN keys A steady LCD light beside a line DN key indicates that the line is active A flashing LCD indicates the line is on hold or the feature is being programmed Note Throughout this document the ACD line key is indicated by the line number 2260 The ACD line nu2. Displaying agent status Use the Display Agent feature to view a summary of current status for all agents who have an agent Position ID key assigned on the Supervisor s telephone To display agent status DisplasA9t Press the Display Agent key The summary information displays for twelve seconds or until another feature key is pressed as shown in Figure 5 Agent positions in the Not Ready state are counted as busy on either ACD calls or non ACD calls as specified by your system administrator Supervisor features Figure 5 Current status of agents Positions busy Vacant agent on ACD calls positions Positions busy Positions waiting on non ACD calls for ACD calls Terms you should know Terms you should know Attendant A telephone operator in your organization AutoDial A telephone number programmed on the AutoDial key for one touch dialing Calling Party Name Display Information appearing on the LCD display screen such as the caller s name and telephone number The system must have CPND enabled Category 5 Cat5 Cable and associated connecting hardware capable of transmitting at speeds up to 100 MHz used by 10BaseT 100BaseT4 100BaseTX Category 5e Cat5e Most Cat5 cable manufactured after 1996 also supports 1000BaseT GigE installations and is designated Cat 5e Catbe cable normally has four pairs of copper wire Category 6 Cat Cable and associated
3. Press the Services key to open the Services SES menu and use the navigation keys to access the following items e Telephone Options Volume adjustment Contrast adjustment Language Date Time Display diagnostics Local Dialpad Tone Set Info Diagnostics Call Log Options Ring type Call Timer On hook default path Change Feature Key Label Name Display Format About the Nortel IP Phone 1140E PJ Services continued PJ Services PJ Services e Password Admin Station Control Password Note The Password Admin menu is not available on all IP Phone 1140E sets Consult your system administrator e Display Network Diagnostics Utilities Note Only your system administrator or service provider can use Display Network Diagnostics Utilities to perform Internet diagnostics Virtual Office Login and Virtual Office Logout if Virtual Office is configured Test Local Mode and Resume Local Mode if Media Gateway 1000B is configured Press the Services key to exit from any menu or menu item Press the Services key twice to access the Local Tools menu and use the navigation keys to access the following items e 1 Preferences e 2 Local Diagnostics e 3 Network Configuration e 4 Lock Menu Press the Services key to exit from any menu Or menu item Note Your system administrator can establish a password for the Local To
4. To use Emergency Emergency 1 During an active call press the Emergency key Note The Emergency LCD remains lit as long as the feature is active When the supervisor answers a three way call commences with you your Supervisor and the caller 2 Press the Emergency key again to Emergency ly transfer the caller to the supervisor and terminate your access to the caller and supervisor Using Not Ready Use the Not Ready feature to take your telephone out of the call queue while completing post call work To use Not Ready MotReady 1 Press the NotReady key to temporarily log out of the system Note The NotReady LCD remains lit as long as the feature is active 2 To return to the queue choose one of the following 2760 or Press the InCalls key MotReads Press the NotReady key Agent features Placing or answering non ACD calls Use this feature to place and receive calls on your individual line To place a call 2498 To answer a call 2498 Press your individual DN key Use the dialpad to dial the telephone number Note The LCD remains lit as long as you are on the call When the LCD next to your individual DN key flashes press the DN key Note The LCD remains lit as long as you are on the call Agent features Contacting your supervisor Use the Supervisor feature to talk to your supervisor in the following ways e To answer
5. and resume normal call flow Using Night Service Use the Night Service feature to define how calls are handled outside of business hours To activate Night Service Hightsvc 1 Press the Night Service key Supervisor features aaa 2 Press the 6 key 6 N for Night to go Gag TI into Night Service aaa The Night Service LCD lights continuously All calls in the queue and new Calls receive night service To transition to Night Service Hightsuc 1 Press the Night Service key Gag 2 Press the 8 key 8 T for Transition to Gag A EE activate Transition mode gaa The Night Service LCD flashes All calls in the queue remain in the queue and new calls receive Night Service To deactivate Night Service MightSuc 1 Press the Night Service key Gag 2 Press the 3 key 3 D for Day to Gag aaa resume Day mode gaa The Night Service LCD flashes New calls enter the queue Supervisor features Observing a call Use the Observe feature to monitor an agent in a call To observe a call Observe 1 Press the Observe key i 2 Choose one of the following Agentkey j or Press a selected Agent key Dial the agent s Position ID CallAst 3 Press the Call Agent key to talk to the agent you are monitoring Observe 4 Press the Observe key to terminate the observation Displaying the queue Use the Display Queue feature to access the sta
6. code a 25 Using Emergency esperita dal KAR AA KAN ABA AG LA 25 Using Not Ready 26 Placing or answering non ACD calls 27 Contacting your supervisor cee eee eee 28 Supervisor features es 30 Using Answer Agent 30 Using the Agent Key 31 Using Answer Emergency 0 0c eee eee eens 31 Using Call Agent 32 USING INETMOW iii iii ea 33 Using Night Service 33 Observing a call 35 Displaying the queue es 35 Displaying agent status 37 Terms you should know 000 aan 39 About the Nortel IP Phone 1140E About the Nortel IP Phone 1140E The Nortel IP Phone 1140E brings voice and data to the desktop by connecting directly to a Local Area Network LAN through an Ethernet connection Note In this guide user defined feature key labels appear beside the keys and soft key labels appear directly above the keys Figure 1 shows the key labels Figure 1 User defined feature keys and soft key labels x lt _ _ __1 NORTEL User defined feature key labels Trans Conf Forward More Soft key labels Note Some features are not available on all telephones Consult your system administrator to verify which features are available for your use Basic features The IP Phone 1140E supports the following features six user defined feature keys with labels and indicators e four soft keys About the Nortel IP
7. key this 2268 removes you from the queue or Press the Not Ready key this 2498 removes you from the queue but or keeps you logged in as an agent Hot Ready position or wait for the caller to terminate the call Using Force Call Use the Force Call feature to automatically connect an incoming ACD call A time interval is configured by your system administrator between each incoming call A short tone indicates a new incoming call The InCalls indicator lights continuously and the ACD call automatically goes to your agent position Pressing the InCalls key while call forcing Auto Answer is active disconnects an active ACD call To enable call forcing for headset users 1 Login der 2 Replace the handset cla 3 Press the Services key Configure the On hook default path to Headset Services Enabled Agent features Using Activity code Use Activity code to record the types of activities you are performing To record activities Activity a 1 When the Activity LCD indicator is flashing press the Activity key 2 Use the dialpad to enter the Activity code gaa Activity 3 Press the Activity key If you are performing multiple tasks repeat steps 1 and 2 Note If configured you can enter Activity codes while in the Not Ready state Using Emergency Use the Emergency feature to contact your supervisor immediately in an emergency situation Agent features
8. status information Options information Directories information Lower display area Soft key labels Agent and supervisor features Agent and supervisor features This section describes the following login features that are common to the Call Center agent and supervisor e Logging in as an agent on page 17 e Logging in with an Agent ID and Multiple Queue Assignments on page 18 e Logging out as an agent on page 21 Logging in as an agent Use the Agent Login feature to enter an Automatic Call Distribution ACD queue If an Agent ID is assigned to you the display screen prompts you to enter a four digit code To log in as an agent Ga a 1 Lift the handset 2260 2 Press the InCalls key nu 3 If Enter Agent ID appears on the une screen use the dialpad to enter your ID 4 Press the key The phone goes into a Not Ready state Agent and supervisor features 5 2260 or HotFkead 6 Headset a Services To join the ACD queue choose one of the following Press the InCalls key Press the NotReady key If you use a headset and Handset On Hook Means Log out HOML is configured to No by your administrator then do the following a Press the Headset key and replace the handset in the cradle to receive calls on your headset b Press the Services key Change the On hook default path to Headset Enabled Note If HOML is configur
9. the following or Press the InCalls key MotReads Press the NotReady key Logging out as an agent You can log out of the system completely or temporarily Not Ready state Agent and supervisor features To log out Choose one of the following MakeSetBuzu To log out completely press the or MakeSetBusy key NotReady To log out temporarily press the NotReady key Note If you press the MakeSetBusy key while on an ACD call you log out automatically when the call finishes Agent features Agent features The following sections describe features that are available to agents e Answering ACD calls on page 23 e Using Force Call on page 24 e Using Activity code on page 25 e Using Emergency on page 25 e Using Not Ready on page 26 e Placing or answering non ACD calls on page 27 e Contacting your supervisor on page 28 Answering ACD calls Use the InCalls key to answer the next queued ACD call on the primary DN The InCalls key is located in the lower right area of the programmable line feature keys To answer the call 2260 When the LCD next to the InCalls key flashes press the InCalls key Note The LCD remains lit as long as you are on the call Agent features To terminate the call Choose one of the following Press the Goodbye key Goodbye Press the InCalls key sc Press the individual DN line
10. 6 Nortel Networks All rights reserved The information in this document is subject to change without notice The statements configurations technical data and recommendations in this document are believed to be accurate and reliable but are presented without express or implied warranty Users must take full responsibility for their applications of any products specified in this document The information in this document is proprietary to Nortel Networks Nortel Nortel Logo the Globemark SL 1 Meridian 1 and Succession are trademarks of Nortel Networks The Bluetooth word mark and logos are owned by the Bluetooth SIG Inc and any use of such marks by Nortel Networks is under license Other trademarks and trade names are those of their respective owners Publication Number NN 10300 063 Document Release Standard 3 00 Date February 2006 Produced in Canada N a RT E L www nortel com
11. ID n ACD DN 1 ACD DN 2 aaa ACD DN 3 ACD DN 4 ACD DN 5 No Supervisor ID With Priority For No Supervisor ID With Priority gaa dial your Agent ID ACD DN 1 Priority 1 ACD DN 2 Priority 2 aaa ACD DN 3 Priority 3 ACD DN 4 Priority 4 ACD DN 5 Priority 5 Supervisor ID With Priority For Supervisor ID With Priority dial aaa your Agent ID Supervisor ID HT ACD DN 1 Priority 1 ACD DN 2 aaa Priority 2 ACD DN 3 Priority 3 ACD DN 4 Priority 4 ACD DN 5 Priority 5 Note To choose the default Priority value or Supervisor ID enter 3 Choose one of the following 2260 Press the InCalls key Di Pressthe NotReady key to enter the Mot Ready ACD queue Agent and supervisor features Using Default Login If you normally use the same telephone use the Default Login to log in just one time at the beginning of a shift The Default Login uses your previous shift s login to place you in the same ACD queues with the same supervisor To use Default Login Gao a 1 Lift the handset T 2760 2 Press the InCalls key ET 3 When Enter Agent ID appears on the TE l TT screen use the dialpad to enter your ID aaa 4 Choose one of the following f your queue requires a Supervisor ID press the key three times f your queue does not require a Supervisor ID press the key two times 5 To join the ACD queue choose one of naa
12. Interrupted dial tone A broken or pulsed dial tone that sounds when you access some features on your telephone Message Inbox A fixed key on your IP Phone 1140E that connects to your voice messaging system when the key is pressed Navigation keys Keys used to scroll through menus and lists appearing on the LCD display screen Off hook Any line selected to make a call or receive an incoming call The term off hook is applied whether a the end user lifts up the handset b the end user presses a line key c the call is automatically answered at the telephone or d a line is automatically selected for an outgoing call Paging tone A special tone two beeps followed by dial tone that sounds when you use the Radio Paging feature Ringback ring tone A sound indicating that a call you have made is ringing at its destination Services key A fixed key used to access options such as Telephone Options Password Admin Virtual Office Login Virtual Office Logout Test Local Mode and Resume Normal Mode Shared Directory Number A DN extension that is shared by two or more persons Terms you should know Special Prefix code SPRE Special codes entered using the dialpad followed by a two digit access code that enable features for example Call Forward All Calls requires entry of SPRE code 74 Soft keys A group of keys programmed by your system administrator These four keys located directly bel
13. Nortel Communication Server 1000 IP Phone 1140E Call Center User Guide NORTEL sTolefelelelsiox pipa 10861042 000000000111111 000001 Mme 0000011111110G000111 243 gt LOI 0000010100 000000 TATO 101 O1OL store wana seroror001016869696910 1010 Q TON 010000000000000 OOCOCOOGOOIM NNW NENG eJo e oy o e e e e elelele e 101010100 Revision history Revision history February 2006 Standard 3 00 This document is up issued to support Nortel Communication Server 1000 Release 4 5 January 2006 Standard 2 00 This document is up issued to support Nortel Communication Server 1000 Release 4 5 November 2005 Standard 1 00 This document is up issued to support Nortel Communication Server 1000 Release 4 5 Revision history Contents About the Nortel IP Phone 1140E 7 Basic features sd do ane dhe awe oe don Re eRe ee T Telephone controls a 10 Telephone display ccc eee eee 15 Agent and supervisor features 17 Logging in as an agent ees 17 Logging in with an Agent ID and Multiple Queue Assignments 18 Logging in with an Agent ID and MQA login options 19 Using Default Login o 21 Logging out as an agent eee 21 Agent features madaaaNAAE DAN NENA MAUNA ENGE DAAN NG 23 Answering ACD calls 23 USING Force Gall assisi 5 eo Ske ae oS we A oe ad 24 Using Activity
14. Phone 1140E Note Some IP Phone 1140E phones are not configured to support soft key functionality Consult your system administrator e graphical high resolution LCD display backlit with adjustable contrast e high quality speaker phone e volume control keys for adjusting ringer speaker handset and headset volume e six specialized feature keys Quit Directory Message Inbox Shift Outbox Services Copy e six call processing fixed keys Mute Handsfree Goodbye Expand to PC Headset Hold e gigabit Ethernet ports e built in gigabit Ethernet switch for shared PC access e headset jack with an On Off key e USB port to support a keyboard or mouse Note Powered downstream 1 1 compliant USB hubs are supported including USB 2 0 hubs if they offer USB 1 1 backwards compliancy e automatic network configuration e hearing aid compatibility About the Nortel IP Phone 1140E wireless headset support using Bluetooth 1 2 wireless technology compliant Audio Gateway B3 Bluetooth Headset Profile Bluetooth Power Class 2 Figure 2 shows the IP Phone 1140E Figure 2 IP Phone 1140E User defined feature keys Feature Status Lamp Visual Alerter Message Waiting Indicator NORTEL Handset AutoDial AutoDial AutoDial AutoDial AutoDial 2333 08 29 8 00am High resolution graphical display screen Speaker One new caller
15. Supervisor features 17 Agent features 23 Agent key 31 Agent login 17 Answer ACD calls 23 Answer Agent 30 Answer Emergency 31 Attendant 39 AutoDial 39 B Basic features 7 C Call Agent 32 Contact your supervisor 28 D Date time display 40 Default login 21 Directory key 15 Directory Number 40 Display Network Diagnostics Utili ties 14 DN 40 E Emergency 25 Expand to PC key 12 F Feature display 40 Fixed key 40 Flexible Feature Code FFC 40 G Goodbye key 12 40 H Headset key 12 Hold key 12 Indicator status 40 Information display 40 Interflow 33 Interrupted dial tone 41 L Line DN key 10 Local Area Network 7 Login with Agent ID and MQA 18 M Message Inbox key 15 Message key 41 Message waiting indicator 12 43 More key 10 T Mute key 11 Telephone controls 15 Telephone display 15 N Navigation keys 11 41 U Night Service 33 User Interface 43 Not Ready 26 V O Volume control 11 Observe 35 Volume control bar 11 Off hook 41 p Paging tone 41 Place or answer non ACD calls 27 R Ringback ring tone 41 S Services key 13 41 Shared Directory Numbers 41 Soft keys self labeled 42 Speaker key 11 Special dial tone 42 Special Prefix code SPRE 42 Station Control Password SCPW 42 Status Messages 42 Supervisor features 30 Switchhook 42 System or Switch 42 Nortel Communication Server 1000 IP Phone 1140E Call Center User Guide Copyright 200
16. a call from your supervisor on page 28 e To answer a call from your supervisor while on another call on page 28 e To place a call to your supervisor on page 29 e To conference in your supervisor during a call in progress on page 29 e To transfer a call to your supervisor during a call in progress on page 29 To answer a call from your supervisor Supervisor When the LCD next to the Supervisor key flashes press the Supervisor key Note The LCD remains lit as long as you are on the call To answer a call from your supervisor while on another call Supervisor The LCD next to the Supervisor key flashes and a buzzer sounds ETT 1 Press the Hold key to put the current call on hold Hold Supervisor 2 Press the Supervisor key Press the line DN key beside the flashing LED indicator to return to the caller on hold Agent features To place a call to your supervisor Supervisor Press the Supervisor key Note Calls are automatically put on hold when you use the Supervisor key To return to the ACD call 2260 Press the InCalls key To conference in your supervisor during a call in progress Supervisor 1 Press the Supervisor key to talk privately with your supervisor Supervisor 2 Press the Supervisor key again for a conference call with you your supervisor and the other caller To transfer a call to your supervisor during a call
17. bye NORTEL Press the Hold key to put an active call on hold Tap the flashing line DN soft key to return to the caller on hold Use the Expand to PC key to access external server applications Press the Headset key to answer a call using the headset or to switch a call from the handset or handsfree to the headset Note The Headset LED indicator located on the Headset key lights to indicate that the headset is in use Press the Headset key twice to open the Bluetooth Setup menu Note Contact your system administrator to find out if this option is available for your use For information about installing a Bluetooth wireless technology headset refer to the P Phone 1140E User Guide Use the Goodbye key to terminate an active call When a message is waiting the orange Visual Alerter Message Waiting indicator flashes Also this indicator flashes when the set ringer is on About the Nortel IP Phone 1140E NerteL instant message is received the blue Feature Status Lamp flashes Also this indicator flashes when a contact has come online 7 When a data related message such as an Note This lamp flashes when your IP Phone 1140E firmware is being updated To find out if additional features are supported contact your system administrator Press the Copy key to copy entries to your Personal Directory from other lists such as Copy the Caller List Redial List and Corporate Directory A
18. connecting hardware capable of transmitting at speeds up to 200 MHz Designed specifically to support 1000BaseT Gig Ethernet GigE it is also compatible with 10BaseT 100BaseT4 and 100BaseTX installations The cable normally has four pairs of copper wire Communication Server 1000 Your office communication system Terms you should know Date time display The current date and time when the telephone is in an idle state Directory Number DN A number consisting of one to seven digits for a telephone and also known as an extension number Feature display An area that shows status information about the feature in use It also displays the name and status of the active session Feature Status Lamp indicator An LCD or an LED that indicates a data message contact or feature status by a flash wink steady on or off Fixed key The hard labeled keys on your telephone Flexible Feature Codes FFCs Specialized codes entered using the dialpad that enable features for example Ring Again Goodbye key A fixed key used to end an active call Indicator An LCD or an LED that indicates the status of a feature by the flash wink steady on or off Information display Any display of call activity lists prompts and status of calls If the text message exceeds the display area a scroll arrow icon indicates that you must use the scroll keys to view the remaining text Terms you should know
19. ed to Yes replace the handset to log out of the queue Logging in with an Agent ID and Multiple Queue Assignments A Multiple Queue Assignment MQA login involves entering a four digit Agent ID and up to five ACD Directory Numbers DN with the option of adding a Supervisor ID and up to five Priority values Choose one of the following login procedures e Logging in with an Agent ID and MQA login options on page 19 e Using Default Login on page 21 Agent and supervisor features Logging in with an Agent ID and MQA login options To enter ACD queues use an Agent ID login with one of the MQA login options described on page 20 Note A supervisor logging in to accept ACD calls is prevented by the system from entering a Supervisor ID including logins where agents must enter a Supervisor ID The login options require the following entries in sequential order 1 a four digit Agent ID 2 a Supervisor ID if your queue requires one 3 up to five ACD DNs and Priority values if Priority values are being used terminated by Agent and supervisor features To log in 2260 1 Press the InCalls key 2 Choose one of the following four login options No Supervisor ID No Priority ForNo Supervisor ID No Priority maa dial your Agent ID ACD DN 1 CET ACD DN 2 ACD DN 3 ACD DN 4 ACD DN 5 Supervisor ID No Priority For Supervisor ID No Priority dial aaa your Agent ID Supervisor
20. he LCD indicator Table 1 Agent s status LCD display Description Off Agent is not logged in On Agent is logged in but is either NotReady or on a call Slow Flashing Agent is waiting for an ACD call Fast Flashing Agent is on a non ACD call Using Answer Emergency Use the Answer Emergency feature to receive calls from agents in an emergency situation Supervisor features To use Answer Emergency AnsEmerg 1 When the LCD next to the Answer Emergency key flashes press the Answer Emergency key Note 1 The Agent ID of the person contacting you displays on your telephone Note 2 The LCD remains lit as long as you are on the call and your status is displayed as Not Ready 2 Press the Goodbye key to end the call Goodbye Using Call Agent Use the Call Agent feature to contact an Agent To use Call Agent CallAst 1 Press the Call Agent key 2 Choose one of the following Agente Press a selected Agent key gag Dial the agents Position ID aaa Supervisor features 3 Press the Goodbye key to end the call Goodbye Using Interflow Use the Interflow feature to redirect calls when the backlog or wait time exceeds a pre defined threshold To use Interflow Interflow 1 Press the Interflow key Note The Interflow LCD flashes while the feature is active Interflow 2 Press the Interflow key again to deactivate the feature
21. in progress Supervisor 1 Press the Supervisor key Supervisor 2 When your supervisor answers press the Supervisor key again 3 Press the Goodbye key to terminate your access to the call Goodbye Supervisor features Supervisor features The following sections describe features available to the supervisor e Using Answer Agent on page 30 e Using the Agent key on page 31 e Using Answer Emergency on page 31 Using Call Agent on page 32 e Using Interflow on page 33 e Using Night Service on page 33 e Observing a call on page 35 e Displaying the queue on page 35 e Displaying agent status on page 37 Using Answer Agent Use the Answer Agent feature to receive calls from agents in a non emergency situation To use Answer Agent AnsAgent 1 When the LCD next to the Answer Agent key flashes press the Answer Agent key Note 1 The Agent ID of the person contacting you displays on your telephone Note 2 The LCD remains lit as long as you are on the call and your status is displayed as NotReady Supervisor features 2 Press the Goodbye key to end the call Goodbye Using the Agent key Use the Agent feature to connect observe or monitor the status of each agent position Each Agent key links to a particular agent position and can be used along with the Call Agent or Observe Agent keys Table 1 lists the four states of t
22. mber that appears on your phone can be a different number A steady LCD light beside a feature key indicates that the feature is active A flashing LCD light indicates that the feature is being programmed About the Nortel IP Phone 1140E Eor age Mute Handsfree Use the Volume control buttons to adjust the volume of the ringer handset headset speaker and the Handsfree feature Press the top button to increase the volume and press the bottom button to decrease volume Press the Mute key to listen to the receiving party without transmitting Press the Mute key again to return to two way conversation The Mute key applies to handsfree handset and headset microphones Note The Mute LED indicator located on the Mute key flashes to indicate that the microphone is muted Press the Handsfree key to activate handsfree Note The Handsfree LED indicator located on the Handsfree key lights to indicate when handsfree is active Use the Navigation keys to scroll through menus and lists appearing on the LCD display screen The outer part of this key cluster rocks for up down left and right movements Use the Send Enter key at the center of the Navigation key cluster to confirm menu selections Note In most menus you can use the Send Enter key instead of the Select soft key About the Nortel IP Phone 1140E Hold Expand Headset 3 Headset 3 Headset Good
23. ols menu If you attempt to access the Local Tools menu and a dialog box appears prompting you for a password contact your system administrator About the Nortel IP Phone 1140E Press the Quit Stop key to exit an active menu or dialog Pressing the Quit Stop key does not affect the status of active calls i Quit Press the Shift Outbox key to toggle between two feature key pages and to access an additional six lines features Shift Outbox This function is not available on all phones consult your system administrator Press the Message Inbox key to access your voice mailbox Msg Inbox This function is not available on all phones consult your system administrator Press the Directory key to access directory services Directory Telephone display The IP Phone 1140E has three display areas e The upper display area provides labels for the six user defined feature key labels e The middle display area contains single line information for items such as caller number caller name feature prompt strings user entered digits date and time information and phone information e The lower display area provides labels for the four soft keys About the Nortel IP Phone 1140E Figure 3 shows an idle LCD screen Figure 3 IP Phone 1140E LCD display screen Upper display area User defined feature key labels Middle display area Date time display Call party information Feature
24. ow the display area have four programmable layers These keys are also used to configure parameters in the Telephone Options menu Special dial tone The three consecutive tones followed by dial tone that you hear when accessing telephone features Station Control Password SCPW Enables security features on your phone to prevent others from making calls from your telephone and to prevent access to protected features for example Remote Call Forward Status Messages A message displayed to inform the user of important information A right arrow appears if more than one Status Message is present Examples of Status Messages include Message Waiting All Lines Forwarded to 6453 Do Not Disturb On Ring Again active and Ringer is OFF System or Switch Your office communication system Switchhook A button on which the handset presses down disconnecting your call when you replace the handset The handset when lifted releases the switchhook and you either answer an incoming call or you receive a dial tone to make a call Terms you should know User interface Screen displays that interact with the end user as a result of an action or event Visual Alerter Message Waiting indicator An LCD or an LED that flashes to indicate that a message is waiting or when the ringer is on Terms you should know Index A About the IP Phone 1140E 7 Activity code 25 Agent and MQA login options 19 Agent and
25. tus of calls in an ACD queue The information displayed includes the following e number of calls waiting in the queue e number of agent positions occupied for the queue e the length of time that the oldest call has waited in the queue e the number of calls that have been overflowed into the queue Supervisor features To display information on your ACD queue DisPlawiue Press the Display Queue key Information on your current ACD queue appears on the display Figure 4 shows the ACD queue status Figure 4 Current status of ACD queue NORTEL Calls waiting Calls time WAITING MAND LWAIT TOFQ overflowed 12 9 0 20 0 into this queue Length of Number of M time first call manned has waited positions The LCD indicator beside the Display Queue key gives you a visual indication of the number of calls in the ACD queue Table 2 lists the four states for this LCD indicator Table 2 States of LCD indicator Part 1 of 2 Indicator Queue status Description Off Light There are few or no calls waiting Normal An acceptable number of calls are waiting Supervisor features Table 2 States of LCD indicator Part 2 of 2 Indicator Queue status Description Slow flashing Busy Calls are backing up in the queue Calls overflowing to this queue will not be accepted Fast flashing Overloaded There are too many calls in this queue New calls are being overflowed to another queue
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